Customer Service Officer with German
Location: Warsaw Poland
Job Purpose
Act as a first line of contact in regard to customer service enquires for Theramex products for patients medical professionals and other external stakeholders.
Key Duties and Responsibilities
- Handling customer service enquires from all sources (i.e. emails calls letters etc.) for Theramex products;
- Providing accurate information in regard to products availability price reimbursement etc.;
- Timely evaluation and escalation of the enquires as/ when required i.e. triage of adverse events (AEs) product quality complaints (PQCs) complex medical information enquires;
- Ensure that relevant and accurate information is logged in the Theramex tracking system;
- Periodic reconciliation of the enquiries AEs and PQCs with the relevant departments within Theramex;
- Make outbound calls to members of public where follow up action is required;
- Preparation of standard responses and frequently asked questions documents for Theramex products.
Minimum Requirements
Essential Criteria:
- Education to GCSE level or equivalent
- Fluent written and spoken German and English
Experience (preferred but not essential):
- Call Centre Control Room or other Customer Service environment
Skills:
- Excellent Customer Service skills
- Excellent keyboard skills
- Possess a high level of communication skills
- Able to assimilate information quickly to make informed decisions and act accordingly in line with policy practices and procedures
- Demonstrate good written analytical and listening skills